Why wallets get suspended and how to resolve it.
Why Was My Wallet Suspended?
FinWallet's fraud detection system monitors all wallets for unusual activity. A wallet is
automatically suspended when a pattern is detected that may indicate fraudulent use. This
is a protective measure to safeguard your balance.
Common triggers for suspension include:
- An unusually high number of transactions in a short period
- Voucher claiming patterns that match known fraud signatures
- Cashout requests significantly outside your normal behaviour
- A balance discrepancy detected during a routine reconciliation check
A suspended wallet cannot be used for cashouts, voucher claims, or transfers.
Your balance is safe and remains intact during a suspension.
What Happens During a Suspension
When your wallet is suspended, the activity that triggered the flag is reviewed by the
FinWallet admin team. Suspensions have a review SLA — if a decision is not reached within
the SLA window, the case is escalated automatically.
You may receive a notification informing you that your wallet is under review.
How to Resolve a Suspension
- Do not attempt to create multiple accounts or transfer balances through other means — this can complicate and delay the review.
- Contact support at support@finwallet.co.za and provide your account details and any context you have about the flagged activity.
- The admin team will review the flag, assess the activity, and either reinstate your wallet or request additional information.
- You will be notified once a decision has been made.
After Reinstatement
Once the suspension is lifted, your wallet returns to active status and all functionality
is restored. A record of the review is retained in the compliance audit log.
If you believe your wallet was suspended in error, please contact support promptly. Provide
as much context as possible — the more information you give, the faster the review.